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Hello SmugMug CEO, I've received many emails the last two months about my credit card expiration. The problem is I cancelled my account a couple years ago. I

Hello SmugMug CEO, I've received many emails the last two months about my credit card expiration. The problem is I cancelled my account a couple years ago. I have not gone through a couple of years of bank records to find when/if you kept charging me and didn't send an email. I liked your service and cancelled because I was in China and couldn't reliably use the service. Every one of those reminder emails I've receive makes me feel like SmugMug is not a good company. I am not in China anymore and don't think I would use the service of a company that can manage to send so many emails to remind me they can't take money out of my bank but don't do so when they do.

onethumb 11y ago
First, I'm very sorry. We certainly shouldn't be sending you tons of emails if you've cancelled your account. Mind emailing me your details (I'm just don at) and I can find & fix the bug? Second, by way of explanation, not apology, we're the keepers of people's priceless memories & creations. We cannot lose them. But at the same time, we can't offer our service for free, or we'd lose everyone's photos. When someone's credit card expires, we've entered the danger zone where, if we're not very careful, we might inadvertently lose someone's photos who actually really wants to pay. The summary is we hear more than 100:1 from people about "I didn't get that email!" versus "You're emailing me too much about this!". And when it literally means the difference between removing someone's photos or not, we err on the side of trying to get ahold of you aggressively so you can make an informed choice about your content rather than having us make an automated one. We go to great lengths to ensure even expired accounts don't lose their photos, but there's only so much we can do. Again, very sorry our policies & systems are annoying you, and would love to fix & improve them. Please do get in touch.

onethumb 11y ago

First, I'm very sorry. We certainly shouldn't be sending you tons of emails if you've cancelled your account. Mind emailing me your details (I'm just don at) and I can find & fix the bug? Second, by way of explanation, not apology, we're the keepers of people's priceless memories & creations. We cannot lose them. But at the same time, we can't offer our service for free, or we'd lose everyone's photos. When someone's credit card expires, we've entered the danger zone where, if we're not very careful, we might inadvertently lose someone's photos who actually really wants to pay. The summary is we hear more than 100:1 from people about "I didn't get that email!" versus "You're emailing me too much about this!". And when it literally means the difference between removing someone's photos or not, we err on the side of trying to get ahold of you aggressively so you can make an informed choice about your content rather than having us make an automated one. We go to great lengths to ensure even expired accounts don't lose their photos, but there's only so much we can do. Again, very sorry our policies & systems are annoying you, and would love to fix & improve them. Please do get in touch.